Author: Angelina Maksimovic

Move Over Google: Gen Z’s New Shopping BFF is AI

A new report shows that younger consumers are rapidly embracing artificial intelligence as a trusted partner in their shopping journey. According to Commerce and Future Commerce’s New Modes: How AI is Shaping New Commerce Contexts and Expectations report, one in...

New Chatmeter Integrations Give Restaurants a 360° View of Delivery Experiences

Chatmeter has unveiled new integrations with Uber Eats, DoorDash, and GrubHub that give restaurants the ability to monitor and respond to delivery reviews directly within the Chatmeter platform. The move connects delivery feedback with broader reputation strategies for the first...

Gartner: By 2028, Every Fortune 500 Will Still Rely on Human Customer Service

Despite predictions that artificial intelligence would replace entire customer service departments, a new Gartner study makes it clear: human agents aren’t going anywhere. By 2028, none of the Fortune 500 companies will have fully eliminated human customer service staff. The...

8×8 Partners with ULAP Networks to Break Down Global Connectivity Barriers

8×8 has announced a strategic partnership with ULAP Networks, a global cloud infrastructure and connectivity company known for sovereign-ready, compliance-driven services. The collaboration is designed to expand access to hard-to-reach markets while delivering seamless, reliable connectivity for organisations operating across...

Buy Now, Pay Later: America’s Hidden Debt Trap

A new study from LegalShield paints a sobering picture of how deeply Americans have come to depend on Buy Now, Pay Later (BNPL) services, and how that reliance is creating financial and legal trouble for millions. The survey of 2,018...

Google Cloud Unveils Conversational Commerce Agent to Redefine Retail Shopping 

Google Cloud has introduced the Conversational Commerce agent, a new AI-driven solution built on Vertex AI, designed to give retailers more intelligent, personalised ways to engage with customers. As artificial intelligence continues to transform retail, this tool enables businesses to...

AI Is Shaping the Future of Work, But Only 18% of Tasks Are Fully Automatable

Just 18% of workplace tasks worldwide can be completely automated by artificial intelligence, according to new research from TechWolf’s Workforce Intelligence Index, which analysed more than two billion job postings between 2015 and 2025. The study highlights that while 38%...

Strict Returns Policies Risk Driving Away Shoppers, Survey Finds

A new 2025 Global Consumer Retail Returns Survey from Blue Yonder reveals that tightening retail return policies could cost retailers their most loyal customers. The study, which this year expanded beyond the U.S. to include consumers in Australia and New...

This Week in CX: AI Gets Personal, Fashion Goes Digital

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we explored how brands and tech leaders are redefining customer experience—from 8×8’s human-first take on AI, to Zoom’s move into cars, and Ralph Lauren’s launch of...

SurveyMonkey Supercharges Feedback with AI-Powered Analysis and Creation Tools

SurveyMonkey has unveiled its latest suite of AI-powered innovations designed to make feedback collection smarter, faster, and more impactful. The updates include the debut of the new AI Analysis Suite alongside enhanced AI survey creation tools, all built to help...